RingCentral for Salesforce App - Receive Incoming Calls

Article

Summary

This article provides information on how to receive incoming calls. RingCentral for Salesforce sends a notification when you receive an incoming call. Your other phones will also ring, depending on how your RingCentral Phone system is configured.

RingCentral for Salesforce App - Receive Incoming Calls

RingCentral for Salesforce sends a notification when you receive an incoming call. Your other phones will also ring, depending on how your RingCentral Phone system is configured. The call timer starts as soon as the call is picked up on your device or desk phone. The layout changes to give you the option to log the call. No notification is displayed on your RingCentral for Salesforce when the call goes directly to voicemail without ringing any of your RingCentral phones.

You have the option to log incoming calls. This does not affect the actions you take on your phone, such as accepting the call, rejecting the call, putting the caller on hold, and hanging up the call, and will not impact your call logging experience in Salesforce.

In order to save the log as a related activity, you need to select the appropriate Salesforce entity and click the Save Log button after finishing the required call log information.

Lightning view

Classic view

Related Search

Whenever there is an incoming call, the application searches Salesforce for matching records. Depending on the settings of your SoftPhone Layout in Salesforce, you will see the results in either the same window or a new window. If there is only one matching record, the detail page of that record will be displayed.

If there are multiple records, you will see the search page listing all of the matching records. These settings can be changed or updated only by your Salesforce Administrator.